Overview
DEBT COLLECTION CALL CENTRE MANAGER Jobs in Nairobi County, Kenya at Phillips International Auctioneers
Title: DEBT COLLECTION CALL CENTRE MANAGER
Company: Phillips International Auctioneers
Location: Nairobi County, Kenya
Job Title: Debt Collection Call Centre Manager
Location: Nairobi, Kenya
Company: Phillips International Auctioneers
Employment Type: Full-Time
Reporting To: General Manager
Application Deadline: 14th July 2026
About Phillips International Auctioneers
Phillips International Auctioneers is a leading debt recovery, auctioneering, and asset repossession firm in Kenya, committed to delivering professional, ethical, and results-driven debt recovery solutions to our clients.
Position Summary
We are seeking an experienced, dynamic, and performance-oriented professional to join our team as Debt Collection Call Centre Manager. The role holder will lead and manage debt collection call centre operations, drive collection performance, ensure compliance with regulatory and ethical standards, and build a high-performing team of collection agents. The position requires strong leadership, analytical capability, operational excellence, and a customer-centric approach to debt recovery.
Key Responsibilities
Leadership and Team Management
- Lead, motivate, coach, and supervise debt collection agents to achieve individual and team collection targets.
- Allocate debt portfolios and daily workloads to collection agents.
- Conduct performance reviews and implement performance improvement initiatives.
- Identify training needs and facilitate continuous staff development programs.
- Conduct call monitoring, call listening, quality assurance reviews, and calibration sessions.
Collection Operations Management
- Develop and implement effective debt collection strategies to maximize recoveries.
- Monitor and enforce customer contractual obligations, payment arrangements, and debt recovery processes.
- Engage customers and negotiate appropriate repayment solutions while maintaining positive customer relationships.
- Oversee customer invoicing, payment processing, account reconciliation, and collections activities.
- Handle escalated customer inquiries, disputes, and complaints professionally.
Performance Monitoring and Reporting
- Track and analyze collection performance metrics, including: Collection rates
- Promise-to-Pay (PTP) performance
- Conversion rates
- Forward roll rates
- Agent productivity metrics
- Prepare periodic management and client reports on collection performance and portfolio status.
- Utilize data analytics to identify trends, risks, and opportunities for process improvement.
Systems and Process Management
- Ensure effective utilization of CRM systems, dialer platforms, ERP systems, and other collection technologies.
- Maintain accurate and up-to-date customer and account information.
- Recommend and implement continuous process improvements to enhance operational efficiency and customer experience.
Compliance and Governance
- Ensure all debt recovery activities comply with applicable Kenyan laws, regulations, client requirements, and company policy.
- Maintain strict confidentiality of company, client, and customer information.
- Promote ethical debt collection practices and adherence to professional standards.
Other Duties
- Maintain a comprehensive understanding of the company's services, operations, and client requirements.
- Perform other duties as assigned by management from time to time.
Qualifications and Experience
Academic Qualifications
- Bachelor's degree in Business Administration, Finance, Marketing, Communications, or a related field.
- A Diploma with extensive relevant experience may also be considered.
Professional Experience
- Minimum five (5) years' experience in debt collection, customer service, receivables management, or call centre operations.
- At least two (2) years' experience in a supervisory or management role within a debt collection environment, financial institution, BPO, or large-scale call centre.
Skills and Competencies
- Strong leadership, coaching, and people management skills.
- Excellent negotiation, persuasion, and conflict resolution abilities.
- Strong analytical, reporting, and problem-solving skills.
- Demonstrated ability to manage performance using KPIs and collection metrics.
- Proficiency in CRM systems, ERP platforms, and Microsoft Office applications.
- Excellent communication and interpersonal skills.
- Ability to work under pressure and deliver results in a target-driven environment.
- Fluency in both English and Swahili.
What We Offer
- Competitive remuneration package.
- Performance-based incentives.
- Professional growth and development opportunities.
- A dynamic and supportive working environment.
Application Process
Qualified and interested candidates should submit their CV and a cover letter to [insert application email address], indicating "Debt Collection Call Centre Manager" as the subject of the application, by 14th July 2026.